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Business:  Hiab
Job Function:  Service
Location: 

Ellesmere, GB

Service Controller

As pioneers and global leader, Hiab is ambitious to write forward our success story, inspiring and shaping our industry. The world in which we operate with our class-leading products, intelligent services and innovative digital solutions is constantly changing.

Purpose of the position

 

As a service controller you will be responsible to manage the coordination of Technicians for the delivery of service. Serve as a primary contact for customer calls for maintenance and repair.

 

Main tasks and responsibilities:

 

 

 

  • Provide first point of contact to customers/visitors/callers
  • Troubleshoot customer issues to determine proper resolution
  • Create customer quotes for service and repairs
  • Handle and schedule planned maintenance and contractual appointments with customers
  • Create estimates for customers 
  • Initial contact for service complaints
  • Quality control check for work orders turned in
  • Handle and schedule inbound Service appointments
  • Communicate the results from scheduling through required reporting
  • Update partner functions and customer/equipment data
  • Scheduling and dispatching appointments
  • Manage DOT hours of service
  • Work closely with Business Development to ensure maintenance plans are kept on schedule
  • Verifying required parts have been delivered to Field Technicians
  • Fleet management for service vehicles.


 

What you’ll need to succeed:

 

  • High School diploma or equivalent
  • 3+ years of dispatching experience preferred
  • 5+ years of customer service experience preferred
  • Experience using Salesforce and SAP
  • Possess strong organizational skills
  • High attention to detail
  • Working knowledge of applicable regulations
  • Quick and confident with decision making
  • Must have a working knowledge of the geographical area in which you are covering
  • Working knowledge of DOT hours of service
  • Can handle multiple duties with good time management
  • Highly customer service oriented as well as a good leader to the team
  • Can troubleshoot equipment issues with basic technical knowledge
  • Able to develop a professional rapport with both customers and technicians
  • Language skills: English requirement.

Interested to join?

 

If you are excited about this opportunity, please submit your application!

 

Hiab is part of Cargotec

Hiab is the world's leading provider of on-road load handling equipment, intelligent services and digitally connected solutions. As the industry pioneer, Hiab's more than 3,300 employees worldwide focus on our commitment to increase efficiency in our customers' businesses and to shape the future of intelligent load handling.

 

Hiab's offering encompasses class-leading load-handling equipment, including HIAB loader cranes, LOGLIFT and JONSERED forestry and recycling cranes, MOFFETT truck mounted forklifts, MULTILIFT demountables, and tail lifts under the ZEPRO, DEL, and WALTCO fabrands. Hiab's ProCareTM service, award-winning HiVisionTM crane control system, and HiConnectTM platform demonstrate our constant drive to provide intelligent services and connected solutions that add value to our customers. www.hiab.com

 

Hiab is part of Cargotec. Cargotec's (Nasdaq Helsinki: CGCBV) sales in 2020 totalled approximately EUR 3.3 billion and it employs around 11,500 people. www.cargotec.com